Summary
Overview
Work History
Education
Skills
Timeline
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YANIRA GUADALUPE RIVERA

Trujillo Alto

Summary

Dynamic professional with extensive experience in customer service at Telecontacto Contact Centers and healthcare at Hospital Auxilio Mutuo. Proven ability to resolve conflicts with empathy and critical thinking, enhancing customer loyalty and patient satisfaction. Skilled in data entry and active listening, consistently delivering compassionate care and effective solutions in high-pressure environments.

Overview

21
21
years of professional experience

Work History

REPRESENTANTE DE SERVICIO

TELECONTACTO CONTACT CENTERS
09.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

ENFERMERA GRADUADA

HOSPITAL AUXILIO MUTUO
03.2006 - 08.2023
  • Performed accurate documentation of patient assessments, interventions, and outcomes in compliance with regulatory standards.
  • Administered medications via oral, IV, and intramuscular injections and monitored responses.
  • Performed routine wound care and dressing changes on schedule.
  • Promoted a safe and comfortable healing environment by addressing patient concerns promptly and professionally.
  • Improved patient satisfaction ratings by delivering compassionate and personalized care.

ENFERMERA PRACTICA

SAN JUAN HEALTH CENTER AMBULATORY SURGERY
06.2004 - 03.2006
  • Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
  • Educated patients on disease management, self-care techniques, and wellness strategies to improve long-term health outcomes.
  • Implemented infection control measures that significantly reduced hospital-acquired infections.
  • Utilized strong clinical judgment in prioritizing patient needs during high-stress situations, ensuring optimal outcomes.

Education

Associate of Applied Science - ASOCIADA EN CIENCIAS APLICADAS EN ENFERMERIA

UNIVERSIDAD INTERAMERICANA
SAN JUAN , PUERTO RICO
06-2001

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience

Timeline

REPRESENTANTE DE SERVICIO

TELECONTACTO CONTACT CENTERS
09.2024 - Current

ENFERMERA GRADUADA

HOSPITAL AUXILIO MUTUO
03.2006 - 08.2023

ENFERMERA PRACTICA

SAN JUAN HEALTH CENTER AMBULATORY SURGERY
06.2004 - 03.2006

Associate of Applied Science - ASOCIADA EN CIENCIAS APLICADAS EN ENFERMERIA

UNIVERSIDAD INTERAMERICANA

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